Capacity Planning Analyst Job at Allianz (Croydon)

Capacity Planning Analyst

Allianz

Location:
United Kingdom; Ireland , Croydon ▼
Dublin

Category:
Finance

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Reporting to Global Workforce Management Lead, the Workforce Headcount Planning Analyst is leading and managing end to end headcount resource planning life cycle and site performance to ensure enable effective management and of all inbound and back office work types across a vast insurance enterprise. The position will have high visibility to all operations teams internally.

Job Responsibility:

Implementation and maintenance of best practice resource planning practices
Manage the Global Capacity Model to manage the long-term/short-term capacity planning processes for a vast insurance enterprise
Collaborate and closely communicate with Senior Operational Leadership, Human Resources, Strategic Program Teams and Finance teams and program teams to ensure smooth execution of capacity planning processes
Provide optimal contact volume allocation recommendation for several regulated workstreams by accounting for trade-offs between quality, productivity, and cost
Mitigate capacity risks by managing dependencies across multiple sites and geographies
Clearly communicate dependencies and manage/track expectations
Participate in global customer service initiatives and project roll outs to cater to growing business needs
Contribute to the automation and standardisation projects within the Worldwide Capacity Planning organisation
Maintain headcount reporting, including tracking attrition trends across multiple skills, channels, and geographic locations
Collaborate with stakeholders to implement risk mitigation strategies
Support project assignments as required
Mentoring the wider WFM team, nurturing skills development, promoting best practices, and enhancing overall team performance
Identify potential risks to production capacity and proactively devise contingency plans

Requirements:

3+ years in Workforce Management, within a contact centre environment
2+ years in a capacity planning and forecasting role
Previous experience with WFM platforms (eg: Verint, Aspect, IEX)
Proficiency in data modelling, statistical analysis, and data visualization
High proficiency in Excel data analysis, and Microsoft programs such as PowerBI and Access
Experience with SQL or other data retrieval languages advantageous
Ability to interpret data for performance trends and long-term improvement opportunities
Experience presenting long-term scenario plans to senior leadership

Nice to have:

A highly customer-focused individual with excellent interpersonal and communicative skills
Excellent problem solving skills
A high level of results/goal orientation
Takes full ownership and responsibility for the task/duties assigned to them
Very high attention to detail
Excellent team player & ability to work on own initiative
Highly motivated and innovative individual possessing the ability to work under pressure and to continuously meet tight deadlines and service standards
Fully capable of prioritising and managing own work independently
Ability to influence others and lead by example

Additional Information:

Job Posted:
May 02, 2025

Work Type:

Hybrid work

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